Complaints Policy

The principle assigned to deal with complaints is: Neal Heppleston

Address: G104, Holme Bank Mills, Mirfield, WF14 8NA

Tel: 07763 688127

Email address: neal@hepplestondoublebasses.co.uk

www.hepplestondoublebasses.co.uk

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

- Make it easy for you to tell us what went wrong;

- Give your complaint the attention it deserves;

- Resolve your complaint fairly without delay; and

- Make sure you are satisfied with how your complaint was resolved.

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In writing – write to us and address your letter to Neal Heppleston.

By telephone – call on 07763688127 during my workshop hours (10:00-18:00 Mon-Fri)

By email – neal@hepplestondoublebasses.co.uk

How long will it take?

We aim to resolve your complaint straight away but if we can’t, then you will be advised of a timescale as soon as possible.

We will aim to resolve your complaint quickly but it may take longer if it is complex.